Agentforce Service
Salesforce, Inc.External reviews
6,979 reviews
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Very user friendly
What do you like best about the product?
I like how easy is it to search for customers.
What do you dislike about the product?
There are too many options when you search for a customer.
What problems is the product solving and how is that benefiting you?
It's providing me with customer lists
Recommendations to others considering the product:
Get a good training session in so you can use all the tools to their full effect
Review
What do you like best about the product?
It is nice to have the capabilities that it has already included and native to Salesforce. It allows you to do pretty much everything you need to handle cases etc. in your org.
What do you dislike about the product?
It could have more functionality without adding additional tools to it. Also some of the capabilities like setting up case queues and assignment rules etc could be easier with more point and click.
What problems is the product solving and how is that benefiting you?
I feel like all of the problems we have are being solved with other tools or add ons to Service Cloud. We currently have issues with talking to customers live so are looking at tools to help with that.
Great platform for service
What do you like best about the product?
Features like service console, case management, telephony integration, omni channel etc
What do you dislike about the product?
Entitlement process need few improvements
What problems is the product solving and how is that benefiting you?
Telephony integration and omni channel
Good UI Interface
What do you like best about the product?
Knowledge articles
Easy of use and snuff user exp
Easy of use and snuff user exp
What do you dislike about the product?
How we have to register accounts and multiple accounts
What problems is the product solving and how is that benefiting you?
Multiple account access using 1 login
Whiteboard for service can do anything you want it to
What do you like best about the product?
Functionality and ability to have it do anything you want it to.
What do you dislike about the product?
Not much would like connection to the rest of the clouds easier.
What problems is the product solving and how is that benefiting you?
Tying back customer feedback on products to other areas of the business
Salesforce vs Helpscout
What do you like best about the product?
The fact that Service Cloud is built into Salesforce makes it convenient to see relationship history with all customers. Past conversation history and customer details such as company, location, etc are all visible at the same place where you respond to tickets.
What do you dislike about the product?
Clicking into one ticket and closing it out takes at least 5 clicks. There's a setting that allows people to bulk close tickets, but it's gated behind higher permissions access.
What problems is the product solving and how is that benefiting you?
Service Cloud allows us to see all relationship history at one time. When a ticket comes up we can verify or disqualify the legitimacy of the client & request easily.
Positive experience with SF
What do you like best about the product?
Scalability
Up time
Quick Development lifecycle
Up time
Quick Development lifecycle
What do you dislike about the product?
Support from salesforce can be slow from time to time.
What problems is the product solving and how is that benefiting you?
CRM's can be complex in nature and salesforce as a paltform provides a robut CRM which can be further expanded using their coding and drag and drop features.
salesforce is dynamic, user friendly platform.
What do you like best about the product?
easy access, easy to use, dynamic, and compatible with small businesses or startups.
What do you dislike about the product?
their cloud template was very basic in those days (2015/2016) tenure. I hope, now that are optimized.
What problems is the product solving and how is that benefiting you?
my company used customer relationship management with the help of salesforce.
Salesforce is a Beast!
What do you like best about the product?
Salesforce can do just about anything you need it to. I love the integration with other platforms (marketing, finance, etc.) and is so highly customizable. It makes it easy for my team to navigate customer accounts and stay organized day to day. I appreciate how easy it is to build out reporting and dashboards
What do you dislike about the product?
Salesforce can be extremely complicated at times and very picky about how you set it up. Sometimes simple processes get stuck without enough information on why. I particularly dislike how unreliable it is with certain plug ins (like our softphone) and the task system could be much easier to use. Simple things like mass deleting cases are not clear on how to execute.
What problems is the product solving and how is that benefiting you?
We have been able to keep customer information organized, metrics are easy to follow with reporting which help drive business decisions, it helps make communication easier in a remote setting, and it's helped us stay on top of contracts & revenue.
Recommendations to others considering the product:
You should consider Salesforce if you are looking for customer management software that's highly customizable and will allow your business to grow rapidly.
Service Cloud on the Front Lines
What do you like best about the product?
Being able to have multiple cases open at once
What do you dislike about the product?
Using the console view has different effects on how pages appear
What problems is the product solving and how is that benefiting you?
Solving customer issues with my company's products is easier with Service Cloud.
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